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Anyone else affected by the Metro bank mess-up today?

Leaving customers with overdrawn accounts.

I understand this might be because money withdrawals have occurred twice. Left the other half with no money today. Metro bank seem to of shutdown all public communications on the matter.

Comments

  • MattMattMattUK
    MattMattMattUK Posts: 11,541 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    mikcatta said:
    Leaving customers with overdrawn accounts.

    I understand this might be because money withdrawals have occurred twice. Left the other half with no money today. Metro bank seem to of shutdown all public communications on the matter.
    They had a problem, some payments did not process, some processed twice, but the majority of issues was balances were reporting as incorrect. They admitted this publicly and also confirmed it was resolved, I am not really sure what else you expect beyond that at this point, they did not "shutdown" public communications, they will just not keep commenting on a resolved issue. 

    If anyone has suffered direct financial loss as a result of this, or got a missed payment market because a payment did not go through then Metro will get that resolved (required by the regulator) if the customer raises a complaint.
  • mikcatta
    mikcatta Posts: 42 Forumite
    Fourth Anniversary 10 Posts Photogenic
    Unfortunately it's still not fixed and certainly no fully resolved.
  • Chief_of_Staffy
    Chief_of_Staffy Posts: 128 Forumite
    100 Posts Name Dropper
    mikcatta said:
    Leaving customers with overdrawn accounts.

    I understand this might be because money withdrawals have occurred twice. Left the other half with no money today. Metro bank seem to of shutdown all public communications on the matter.
    They had a problem, some payments did not process, some processed twice, but the majority of issues was balances were reporting as incorrect. They admitted this publicly and also confirmed it was resolved, I am not really sure what else you expect beyond that at this point, they did not "shutdown" public communications, they will just not keep commenting on a resolved issue. 

    If anyone has suffered direct financial loss as a result of this, or got a missed payment market because a payment did not go through then Metro will get that resolved (required by the regulator) if the customer raises a complaint.
    If people are 'suffering direct financial loss' then by what metric can the situation be said to have been resolved?
  • MattMattMattUK
    MattMattMattUK Posts: 11,541 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    mikcatta said:
    Leaving customers with overdrawn accounts.

    I understand this might be because money withdrawals have occurred twice. Left the other half with no money today. Metro bank seem to of shutdown all public communications on the matter.
    They had a problem, some payments did not process, some processed twice, but the majority of issues was balances were reporting as incorrect. They admitted this publicly and also confirmed it was resolved, I am not really sure what else you expect beyond that at this point, they did not "shutdown" public communications, they will just not keep commenting on a resolved issue. 

    If anyone has suffered direct financial loss as a result of this, or got a missed payment market because a payment did not go through then Metro will get that resolved (required by the regulator) if the customer raises a complaint.
    If people are 'suffering direct financial loss' then by what metric can the situation be said to have been resolved?
    There were issues with their systems, they have been resolved.

    If for example someone incurred a cost because they were unable to complete on a mortgage then the bank would be liable for those costs. Dealing with the aftermath is different to dealing with the issue itself.
  • mikcatta
    mikcatta Posts: 42 Forumite
    Fourth Anniversary 10 Posts Photogenic
    The issues were finally resolved by 9pm yesterday (Tues 7th), although the knock on affect could last for several more days. Users of the Metro bank were unable to spend on their card or withdraw cash due the problems with the Metro bank incorrectly declining authorisation.

    For some this was a minor inconvience and others probably pretty major. 
  • MattMattMattUK
    MattMattMattUK Posts: 11,541 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    In the UK the average person has 3.5 credit and debit cards combined, so for most people it will not be a problem to use an alternative but there are still some people who just rely on a single debit card so for them it will be a genuine issue. 

    People who were going to complete on a mortgage that day may well have issues (many will have transferred money to their solicitor days or even weeks in advance), any late payment markers where payments were declined would get removed, but that will probably not be flagged anyway as most payments will just reprocess the Direct Debit the following day. It is more likely to impact people who pay things manually. 

    The social media is totally overblown though, people talking of their family starving, freezing to death etc. are total hyperbole and distracts from a genuine issue that a small number of people will have faced. 
  • mikcatta said:
    Leaving customers with overdrawn accounts.

    I understand this might be because money withdrawals have occurred twice. Left the other half with no money today. Metro bank seem to of shutdown all public communications on the matter.
    They had a problem, some payments did not process, some processed twice, but the majority of issues was balances were reporting as incorrect. They admitted this publicly and also confirmed it was resolved, I am not really sure what else you expect beyond that at this point, they did not "shutdown" public communications, they will just not keep commenting on a resolved issue. 

    If anyone has suffered direct financial loss as a result of this, or got a missed payment market because a payment did not go through then Metro will get that resolved (required by the regulator) if the customer raises a complaint.
    If people are 'suffering direct financial loss' then by what metric can the situation be said to have been resolved?
    There were issues with their systems, they have been resolved.

    If for example someone incurred a cost because they were unable to complete on a mortgage then the bank would be liable for those costs. Dealing with the aftermath is different to dealing with the issue itself.
    That's the system problem that has been resolved. A technicality, not the customers' concern. You said the issue had been resolved, which is not the same thing. The issue has not been resolved until the status quo as been restored.

    Or to put it more simply, customer experience is a fundamental component of issue resolution. The idea of, "Yeah, the customers are still high and dry but we fixed the code so everything's resolved" is a statement that nobody should accept.
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